Service Desk Analyst - Utilities T1
West Yorkshire, Huddersfield, GB
5d ago

Who we are

Arqiva is at the heart of the broadcast and utilities sector in the UK and beyond.

Through our infrastructure we ensure media and data is taken from, and delivered to where it is most valued, whether that’s from broadcasters to your TV screen or radio, or from your smart meter to the utility company.

Even if you haven’t heard of us before, the chances are you’re indirectly a customer of ours and our infrastructure is part of your everyday life!

We have a rich heritage and an exciting future ahead of us, and there’s so much more to us that we can’t wait to share with you.

What do you need to be the best version of you

We are working closely with our colleagues to help define our future ways of working in a post-pandemic world, recognising that the last twelve months have opened up opportunities to explore new and different ways of working.

We’re excited to put our own personal experiences into long-term sustainable changes that benefit our people and our customers.

Working flexibly can mean different things to different people, and we want everyone to get the very best out of their experience working at Arqiva.

The wellbeing of our colleagues is at the heart of everything we do, therefore if you're looking for part-time, job-shares, flexible working patterns or the opportunity to work from home - have a chat with us and we will do our best to make it work for everyone.

Salary / package - Up to £29,500 plus Bonus & Comprehensive Benefits

Location - A mix of office based work (Emley Moor, near Huddersfield) and remote working

Role Profile

An exciting opportunity to join a unique Service Desk team that delivers first line support for the national smart metering communications network.

This role requires strong Service Desk principles in the accurate logging, triage and management of Incidents with the aim of resolving communication issues of remote end devices.

The bespoke technology is part of our network delivering real-time communication to millions of devices across the water and energy industry.

Our team drives for strong team analyst skills against our unique technology with high levels of ownership to improve the service through Analyst driven continuous improvement opportunities.

Arqiva is providing highly secure gas and electricity smart metering communications in the UK, playing an essential role in bringing energy saving initiatives into consumers’ homes and providing them with the data to make better informed decisions.

The Arqiva smart metering system is designed to be always available , so utility companies can provide time-critical smart services whenever and wherever customers need them.

Your key responsibilities will include :

  • Carry out Tier One Comms Hub lifecycle activities in-order to maintain and improve working connections and data transfer from devices, utilising supporting systems and manual processes, including install support, security key rotations, firmware downloads
  • Participate in knowledge transfer activities from Subject Matter Experts and deliver Knowledge transfer to Operations Service Desk team
  • Carry out second tier triage activities relating to end points and complex support system processes to resolve Incidents
  • Must Haves

  • Customer facing / service desk experience
  • An understanding of ITIL best practice
  • Be able to communicate effectively in writing, face-to-face and over the telephone with customers and internal departments
  • Must be able to pass Security Clearance required for the role
  • Might Haves

  • Experience of carrying out system / process testing
  • Customer Service Skill training / qualification
  • General understanding of the communications industry / Service Desk functions / Arqiva business
  • High level of attention to detail
  • Clear understanding of health and safety within workplace and wider environment
  • Operation runs 08 : 00 20 : 00 Monday to Friday excluding Bank Holidays, with shift patterns running within this timeframe.

    More than anything, we want to work with people who are passionate about what they do and believe in our vision. So, if you think you have most of the skills and / or experience we are looking for, then please do apply for the role - we want to hear from you!

    Inclusive Arqiva

    For us, building a working environment that is diverse, inclusive and engaged, is a positive for both our colleagues and our customers.

    This is why we have invested in our partnerships with initiatives and organisations such as Tommy's Pregnancy at Work, Inclusive Employers and WISE (Women in Science and Engineering).

    We also have active and thriving networks to support our colleagues like our Working Families network, Women at Arqiva and Diversity Ambassadors.

    Take a look at our LinkedIn Life page for more details - https : / / / company / arqiva / life

    We are working hard to ensure that we are making exciting opportunities accessible to all, and that every employee feels valued, heard and respected so that we can continue to build a high performance, high engagement culture.


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